ADT Security Services, Inc.

So not only are they trying to force me into a long term contract for this dinosaur alarm that came with the house that I purchased. But the customer service reps are not professional, over talk you, do not listen, and aren’t helpful at all. I wouldn’t mind activating the alarm but what’s not an option is a long term contract for an alarm that’s a decade old. Purchasing new equipment isn’t going to happen because they seem to think that when consumers purchase equipment that they still OWN it. I requested the programmer code and the rep insisted that the only way they would give it to me is if I signed a contract. Trickery! You can’t help but think of the level a service a company will provide to you when they force you into contracts. NO equipment, Just monitoring, and they want me to commit to it for 5 years… not happening. If they are going to hold codes hostage because they want you to be forced to do business with them that only leads me to believe that I will be as unhappy as each Unilocaler who has had ADT here with subpar service from ADT. Each time I call. there’s no supervisor available.

Terrible terrible company. Sales rep never showed up. I left work early to be home. Didn’t even get a call from the sales rep. Not sure if I want to sign up for a company that is meant to provide security but can’t even keep schedule. Furthermore, the customer service folks are extremely rude. No apology or customer credit was offered. I couldn’t even get a number to call to complain about the no show. If they are so rude and difficult to perspective customers who are interested in their service, I’m scared what will happen they have me hooked to a contract. So why should anyone sign up for service…

The ADT security services are the worst I can see now unfortunately I signed the fucking paper but if somebody seen the message please look for an other company especially the representative name Shina when he came to you house he is really nice and he can tell you anything you want to hear he promised to you everything including that after one year will be different on you account but after 5 days that I signed the contract they offered untill today less than $ 30 per month and guess what I’m paying $ 55 per month I call him after a year And I asked him to reduced the bill and his answer was what you going to do if you want ended you contract you have to pay $ 1100 and you will be free or you can pay $ 500 a year and you have $ 50 credit a year isn’t worth look for a other companies are cheap than this shit company they didn’t help you at all not one can help you.

Had a problem with the keypad and one of the doors. A tech (Dakota) came to the house two days later, on time. He quickly diagnosed the problem, explained it to me and fixed it. He was courteous and professional. I have been a customer since 2003 and have always been treated respectfully and gotten good service.

The incompetence of the ADT Security team of Alexandria is so staggering, I’m surprised that anyone is actually safe with their call center in the event of an emergency. I’m now paying money to have their equipment removed because that is more desirable at this point. Current/​future users beware…

We upgraded our system and tech was scheduled to arrive on Saturday/​6÷20÷15 between noon-​5pm. Tech showed up 45 minutes early. While not horrible, we weren’t really expecting him yet. It’s a good thing he showed up early because he didn’t have the correct alarm system we purchased. Was gone for 2 hours to pick it up. He was there until after 4pm and still didn’t get everything completed. He didn’t bring the alarm remote and didn’t have the outdoor camera. He said he would come back today (6÷23÷15) between 8am-​noon, but most likely between 9:30am-10:00am. Never showed. Never called. At 1:15PM I call ADT and have to reschedule for Friday! So need to take more time off from work! And the best they can do for the aggravation? 1 free month of monitoring? That’s maybe 1 hour of my time. Big whoop. So if you’re reading this and haven’t installed an alarm system yet, don’t bother with ADT! It’s not worth your time and aggravation it will require. Other than that, no complaints!

This review is primarily based on the most recent ADT sales person who came out, who used to be a tech. He went over our house carefully and showed us all the things that the prior ADT and Brinks techs had done wrong or not done in the best way possible. He then worked hard to save us money on the upgrades we wanted. His name is John Maksanty, and he is in the Springfield, VA office. I would request him if you want a new system or to upgrade your system.
Overall, we have been relatively satisfied with ADT. We do get calls if an alarm goes off. I do think they need a quicker way to get to a human being when you call when an alarm goes off. They are quite expensive. We’ll see how we feel after the equipment upgrade we ordered is installed.
So 5 stars for John /​3 or so for the company.

If I could give ZERO STARS I would. 5 hours late to an appointment. Then said they wouldn’t replace a faulty window sensor (even if I paid) unless I signed up for 3 years again. No thanks… I wouldn’t take the service for free now.

Haha! I’ve escalated my services with ADT, you know when a corporate company is horrible when they delete your complaints.
1. Took 5 times for them to properly install
2. Technicians are rude
3. Sales rep lies
4. Escalation show no sincere empathy to you
5. I’ve called and had 2 technicians come out to resolve my alarm going off randomly (get multiple calls a day for alarm failure, and then had the fire alarm go off– which they accused us of course)
6. It’s been over a month and can’t even use my alarm system properly
7. The technicians accuse you for the alarm having problems
8. They only care about your money.
9. They can’t own up to their mistakes and allow criticism to be on there page, then you would end up signing for their services without true and honest recommendations.
10 ADT sucks.

Quick service very professional technicians
And service great thanks ADT I like your service and I like my digital locks
TNX a lot

I wish I had read these reviews before I got ADT. This is absolutely the worst company to get a home security system from. Beware when they come to install service at your house. Make SURE you ask if anything is costing you extra. These people lied to us and didn’t mention once that they were going to charge us more and I mean $ 272 dollars more for the «upgrades». As a matter of fact, they didn’t even tell us they were installing «upgrades»!
I tried to call to downgrade my services and they have me a time of 10am-​2pm. The technician calls me at 12:30 and says he can’t make it till 4 or 5. At that point I had had it with this bs company. So I wanted to cancel. Little did I know I would get transferred twice and STILL not be able to cancel that day because I have to wait 24 – 48 hours for someone to call me back.
The company overall is a piece of crap. They make you call customer service and then you get transferred three times to have someone with an attitude tell you that they can’t help you. I can’t wait to get rid of their services and I’m still waiting for my phone call to cancel. I called on Saturday and it’s Tuesday. So much for «48 hours».

I can say one nice thing about ADT: their installers are amazing. They did an excellent job installing cameras, door sensors and windows sensors without making the house look like a fortress. The installers were professional, courteous, and seemingly belong to a different company from the rest of the organization.
Their sales operation, however, borders on the unethical. Our salesman sent us multiple contracts, because after I checked on the first two, they didn’t reflect what we’d agreed. (No window sensors were included in the first contract.) They would not mail a contract: the salesman always had to come meet us for lunch, meaning that we had limited time to review each iteration of the contract. And today, I find that he checked the box for annual, rather than monthly, payments – not what we’d agreed, but we didn’t catch it on the final contract.
As for their Pulse system, you can assemble better yourself out of several systems that you can buy off Amazon. Although the system supposedly uses its own wifi network, it ties into your personal wireless router. However, the connection is flaky: any time your router reboots, the Pulse system fails to reconnect unless you physically power the Pulse router off and back on. Thus, if you go away for any degree of time, expect the Pulse to work only until there is a power outage or your router power cycles – even if your wireless network comes back on and is functioning perfectly. Our house has a Nest, a Wally and a Dropcam – all of which are more reliable than the ADT Pulse. Because who in their right mind would expect a security system to function without routine maintenance while you’re away?

Terrible customer service. No regard for what the customer says, instead each tech I have spoken to is argumentative and the priority is definitely not keeping the customer happy. Finally cancelled my service, but there was no record made, and I was billed for the period anyways. After 3 phone calls I was told that I would have to pay or they would send the account to a collections agency. On top of that, I was threatened that if I ever chose to come back to ADT, I would first have to pay the contested bill. Adding insult to injury is clearly all that this company is good for. Will absolutely never be using ADT again.

This company is terrible!!!
I have ADT for over a year and one of their pieces of equipment went on the fritz. The C/​S rep told me to try to open the monitoring device, the damn thing broke! I am waiting for a technician to come by (for $ 25).
I am moving from one house to another and contacted ADT to have the system moved. ADT WANTED TO CHECK MY WIFE’S CREDIT! ADT WILL NOT PROVIDE SERVICE UNLESS THEY CHECK YOUR CREDIT SCORE AND HAVE GOOD CREDIT!
I called the customer service for ADT and they said it was a common practice and blamed it on the authorized dealers. The C/​S rep dis not care.
I also inquired about USAA member discount. It was for corporate accounts !!!
ADT SUCKS! Use someone else!!!

Be very careful!!!
This company signs automatic renewal service. They never send you any renewal notice, billing notice or anything. They charge you every 6 month most of the time this way you lose the track of your renewal. The charge is after renewal. When you get charged your contract is already kicked and you can’t cancel for another year. You are going to see their people once and that is it. It is time for these crappy companies to be more transparent with their customers. Need to mention that I was on the phone with them for one hour and twenty minutes and mangers are hiding behind the desk. They have no time for you and will call you in 24 hours. I asked them to email me because I want everything be documented and they said they don’t contact by email and obviously it is because they have hired bunch of smooth talkers to do the job. Again, don’t get trapped by them and If you want to go with them, ask them to send you invoice and bill you. If said no, there are other companies.

I called to get a quote, well I got that and much more. I felt bullied on the phone after they tried to get my SS# for a credit check. The person on the phone refused to accept that i wanted to shop around. He insisted on using the crime in my area against me to make me feel vulnerable. He even stated that I could check all the other second rate companies out there but they are number 1. After trying to get my info several times i stated that i was going to shop around no matter what and he said, I wish you luck good bye… Well I did shop around and read all the complaints about ADT and i did see that they were not rated number 1.

Absolutely the worst company to have to deal with, in DC. I recently had an ADT security system installed in my home in Washington DC. The salesman who came to explain the system was not even knowledgable about the internet requirements necessary for the pulse. The installer was laconic and explained only the minimum. I called two area managers twice, left messages but never received a call back. I sent two e-​mails and never received an answer. I have now written to the ADT ethics committee. For the moment no answer .
In short, the pitts –
Laura Garces Fischer

I find the need to write to express my concern over the level of service I am receiving, after being a customer for almost 13 years. I have always had good experiences until now. As another person commented, when you call, it is now a good five mins. or more, before you speak with someone.
My saga:
10 July 2012: Tech had to come because the top portion of my key fob fell off and was lost. He installed two new key fobs (OK).
12 July 2012: My one of my zones started saying check — replaced battery and did all testing and it still said check, so called for service. Was told tech could come on the 16^th, which left my zone unprotected the entire time!
16 July 2012: Tech comes and replaces the sensor of broken zone; leaves. All seemed well until I went to leave and tried to arm my alarm. It would not arm! When I looked at the panel, it was showing two other zones which were my brand new key fobs — neither of which would work now. In addition, later that evening another zone was saying check! Replace battery and still said check. Called and was told a tech could come on the 20^th!!! After many calls back (from me) and my anger rising, I was finally given an appointment for 18 July!
18 July 2012: Tech comes and starts diagnosing, tells me just about all of my zones are NOT showing in his system — SAY WHAT?! We did not know if the previous tech had somehow made things screwy, or it was a system issue. Poor guy was here for 3.5 hours reprogramming the entire system. He was WONDERFUL and stayed calm. All was well… until…
19 July 2012: My system started going haywire at around 06:00! All zones saying check. Had to called and lady explained to me how to disarm my system; done. She then transferred me to the scheduling department because her earliest appointment was the 24^th! Talked to scheduling and they too, could not schedule until the 24^th.
WTF!
So here I sit, totally unprotected. I am shocked that they cannot schedule an urgent call! I live in an area that has recently had multiple break-​ins, and I am on the ground floor. Should something happen, I’ll sue the hell out of them. From what I see, there is now a standard four-​day waiting period for a tech. NOT GOOD!
I also called sales and explained I would like to upgrade my system given all these problems, and because I also want the carbon monoxide monitoring and the ability to arm/​disarm while away (since the smoke detector causes the alarm to go off). Was told earliest is AUGUST 25^th! SAY WHAT AGAIN?! I’ll bet if I was a new customer wanting a system, that someone would be out the next day.
Is this really any way to treat a loyal long-​time customer. And that aside, a customer in general? What is happening to ADT, that it is taking so long for service, especially when there is an emergency?
I sent an email (through their on-​line system) to the billing department, asking for some reimbursement in monitoring charges being all these days I am being left unprotected. Do you think I would hear back? Evidently NOT!
I will start checking elsewhere for service, and will consider dropping ADT based on all of this in the last two weeks.

ADT used to be good, but their customer service is terrible. No calls, even in emergencies, are answered in less than 3 ½ minutes. A non-​emergency call to customer service takes 5 to 8 minutes for an answer, and 30 minutes of hold to resolve issues. Their in home service people have limits on the time they can stay, so right in the middle of fixing something for me, the repairman told me he had to leave to get to the next call because he had been at my house the 2 hour maximum. So much for caring about the customer.

My client scheduled an ADT salesperson to meet them at a house they were purchasing. The salesperson never showed up for the appointment. My client was on hold for over 45 minutes before they could get through to a human being.
They had no idea why he didn’t show up and «couldn’t reach him». So she rescheduled for another day and asked for a different sales rep.
The next scheduled appoitment; that sales rep never showed up again! We waited hours both times and nothing!
A complete fail in terms of customer service.